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From installation team member to strategic account manager

Rob's journey

Before joining Kinexio, I worked in several customer-facing roles across direct marketing, retail and events. These early experiences gave me responsibility from a young age and helped me develop confidence, strong organisational skills and an understanding of what it takes to deliver a positive customer experience.

I joined MyTAG, now part of Kinexio, in December 2020 as a member of the Installation Team. I was only a year out of school and specifically wanted to join a smaller company where I could grow alongside the business and learn how its different teams worked.

My time in installation gave me direct experience of our technology, our customers and the environments in which our solutions are used. It taught me how important it is to understand what has been promised to the customer and then deliver it successfully on-site.

After ten months, I was promoted to UK Implementation Team Leader and subsequently progressed through several roles:

  • Installation Team Member
  • UK Implementation Team Leader
  • International Implementation Team Leader
  • Career break
  • Corporate Account Manager
  • Strategic Account Manager

Today, as a Strategic Account Manager, I am responsible for protecting and growing recurring revenue across an assigned portfolio of customers. I manage the commercial relationship with each customer, including contract renewals, revenue retention, expansion opportunities and long-term account development.

My implementation background remains a real advantage. Having installed and delivered the solution myself, I understand the practical detail behind it and can relate commercial conversations to what will work for the customer. It has also helped me build credibility and stronger relationships with the people I support.

From the beginning, Kinexio supported my ambition to move into sales and account management. The business told me that when an account management opportunity became available, I would have the chance to pursue it, and that commitment was honoured.

While I was working in implementation, I was invited to join sales presentations, account reviews and customer site visits. This gave me exposure to the commercial side of the business long before I formally moved into an account management role and helped make the transition feel like a natural next step.

One of the things I have valued most is the access I have had to people across the company. When I joined, I was young, enthusiastic and had plenty of questions. People always made time for me, whether they worked in leadership, sales, finance, operations, product or support.

Mike and Steph, in particular, became unofficial mentors to me. Their advice, encouragement and willingness to share their experience played an important part in my development, and I owe them both a great deal of gratitude.

Although Kinexio has grown considerably since I joined, that sense of accessibility has remained. I still feel comfortable contacting anyone across the business, regardless of their role or seniority. Colleagues make themselves available, share their knowledge and help one another succeed.

NFC Tags for security operations

For anyone joining the Installation Team, my advice would be to recognise the value of the experience you are gaining. You are not simply completing an installation; you are learning about our technology, seeing our customers’ operations first-hand and representing Kinexio at the point of delivery.

Take pride in that responsibility, build good relationships with the people you meet and make the most of the exposure the role gives you. I joined the Installation Team a year out of school, and that experience became the foundation for my progression into international implementation leadership and, ultimately, strategic account management.